Muhamad Danial Hakime Bin Idrus
Customer Service Agent
Banting, Selangor
Summary
Resourceful and dedicated professional with extensive experience in both food service operations and customer service. Proven ability to lead teams, manage operations, and multitask in fast-paced environments. Adaptable and solution-oriented, with strong typing proficiency and a track record of achieving high standards in quality and operational efficiency.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Agent
Concentrix Corporation - Lazada Malaysia
03.2024 - Current
- Provides expert customer support via chat and occasionally offers floor support.
- Manages backlog cases efficiently while maintaining high-quality service standards.
Social Media Agent
Concentrix Corporation - Lazada Malaysia
12.2023 - 03.2024
- Managed buyer concerns through Lazada’s social media channels (primarily Facebook), ensuring a positive customer experience.
- Informed clients of policies and procedures.
Customer Service Agent
Concentrix Corporation - Lazada Malaysia
02.2023 - 12.2023
- Handled three simultaneous chat sessions, addressing buyer concerns promptly.
- Escalated complex issues to the relevant departments, ensuring timely resolution.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Assistant Manager
Dewina Host Malaysia - Burger King Outlets
06.2019 - 06.2020
- Directed business operations for the outlet, setting operational strategies and maintaining service quality.
- Oversaw staff performance, inventory management, and daily operational challenges.
- Recognized for strong leadership and operational excellence, which led to progressive promotions.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Shift Leader
Dewina Host Malaysia - Burger King Outlets
04.2018 - 06.2019
- Supervised daily operations, coordinating staff and ensuring smooth service delivery.
- Managed stock levels by overseeing supply orders to support uninterrupted operations.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
Kitchen Crew
Dewina Host Malaysia - Burger King Outlets
02.2017 - 04.2018
- Prepared food and prepped condiments while ensuring high standards of hygiene and safety.
- Contributed to a team that achieved an A rating in the REV audit, highlighting excellence in food safety and operational practices.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
Education
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Telok Datok
Banting, Selangor, Malaysia 04.2001 -
Skills
- Leadership & Team Management
- Operational Management
- Customer Service
- Communication
- Typing Proficiency
- Problem Solving & Critical Thinking
- Social Media Engagement
- Adaptability & Time Management
- Complaint handling
Additional Information
- Makkilan A/L Maran
Team Leader, Lazada Malaysia Buyer Operation
Contact: +60 17-306 1109
(Can verify performance and support in customer service roles.)
- Kesavan A/L Ramakrishnan
Outlet Manager, Burger King
Contact: +60 12-897 1305
(Can verify career growth and operational skills during Burger King tenure.)
Timeline
Senior Customer Service Agent
Concentrix Corporation - Lazada Malaysia
03.2024 - Current
Social Media Agent
Concentrix Corporation - Lazada Malaysia
12.2023 - 03.2024
Customer Service Agent
Concentrix Corporation - Lazada Malaysia
02.2023 - 12.2023
Assistant Manager
Dewina Host Malaysia - Burger King Outlets
06.2019 - 06.2020
Shift Leader
Dewina Host Malaysia - Burger King Outlets
04.2018 - 06.2019
Kitchen Crew
Dewina Host Malaysia - Burger King Outlets
02.2017 - 04.2018
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Telok Datok
04.2001 -
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